Research And Application On Power Supply Enterpreise Customer Knowledge Management System

Since the 21st century, the world economic and development of human social has already begun the process of knowledge, management is also into a new stage of knowledge management. Knowledge has become the world's most important resource, as a result, Knowledge Management has become the most important management.With the rapid development of information and knowledge, all walks of life have begun to focus on knowledge resources, so do power supply enterprises. The value chain betweens Power industry and external trade will be more closely integrated which are great challenges for knowledge update, experience summary, external communication of customer. To meet the challenge, fill the lack of business intelligence, enterprise portal and coordination office, reduce business risk, Power enterprises will carry out Customer Knowledge Management(CKM) project to enhance customer management.In the dissertation the theory of customer knowledge management was described, researches on the key problems of power supply enterprise CKM was did, the customers was classified by ABC classification, credit evaluation on major customers of electricity was made by AHP and Fuzzy Comprehensive Evaluation, risk management was developed for the major customers. Combining with XiangFan Power Company, the design of power supply enterprise CKM system was discussed in detail, the system requirement was analyzed through on-the-spot investigation, then the target design, functional design, conceptual model design and logic design of the system was made, finally,we achieved system development work by using C# development language, B/S structure mode operation on ASP.NET platform and database SQL SERVER 2005.By increasing the level of customer knowledge management, power supply enterprise could confirm the important thoughts that enterprises should see knowledge capital as the core factor and it will enhance customer satisfaction and customer loyalty, form the core capabilities and achieve win-win goals with customer. Customer classification and risk management can not only help electric power enterprises to prevent the risks that Customers can not pay normally which is significant to promote and ensure the recovery of electricity charges, but also help enterprises to improve economic and social benefits which has some popularization value, at the same time it can provide other enterprises with some reference value to implement the knowledge management.